Professional Experience:Sutherland Global Services (Avaya Account) as Service Delivery Leader, Quote to CashKey result Areas:Managing a global team, 108 FTE across multiple Sutherland locations including and regions and providing oversightof a vendor relationship in IndiaLeading the global process and transformation team that is responsible for Quote to Cash processes, technologies andenterprise capabilities supporting all routes to market, business model and business unitsLeveraging proficiency in Quote to Cash Operations Process area and identifying business process improvements thatstreamline operations, supporting and implementing design and document process improvements and proceduralchangesCoordinating with various stakeholders like: Finance Controllership Team, Credit Team, sales & services to drive endto end Quote to Cash process and reduce quote, order & billing disputesEnsuring all payments, payoffs, suspense and other items are processed within established timelinesChecking payment clearance and other general ledger (GL) accounts according to established timelinesDriving process efficiencies and cost reduction with Digitization and RPA projectsDeveloping operational metrics, drive data collection and/or development of queries to monitor performance resultsof the teamAssisting in facilitating information for acquisitions and conversionsBuilding the customer relationship to generate new business opportunitiesAnalyzing RFP’s to validate & reassess scope of work, FTE’s and other aspects for new business opportunitiesHighlights:RPA projects to reduce the TAT & drive process efficiency resulting in savings for Client and Sutherland, potentialoverall savings of $400K for current fiscal year FY 20

Managed team of 100+ Associates working on Accounts receivable (Workers Comp Insurance)Attrition control / People management through employee engagement activities like rewards and recognition program. Responsible for conducting process & behavioral training for existing as well as new hire. Conduct periodic performance appraisal. Lead, develop and coach SME’s, Team leadersPerformance management through conducting the weekly / monthly reviews with the team to track the SLA compliance and create action plans to address the performance issues.

Managed multiple teams working on inbound US telecom process providing customer service. Maintained the Service levels at 80% through shift schedule adherence. Drive the critical parameter to the process (First Call resolution) & C-sat through weekly R & R. Controlled attrition at 3% per month through creating Internal development plans.

Responsible for training, quality checks, maintaining reports, MIS, managing team of 15 agents working on Subrogation Recoveries/ providing effective leadership and mentoring the team to achieve their SLA’s Driving Clients SLA’s by taking care of Inventory Management. Handling inbound customer calls. Mentoring new joiner's across the production floor. Schedule and participate in team weekly monthly quarterly reviews. Recruitment and bulk hiring done at associate level in the initial set of BU in Pune.

Inventory management includes meeting client SLA's & compliance proceduresDaily interaction with the Client (To Enhance Process & meet client expectations) Conducting One On One's for monthly reviews Motivating and team building activities thereby achieving SLA's each monthSchedule adherence & control attrition. Projects with IBM DAKSH:Transitioned the 2 LOB's for the Process (Insurance - Ocean Marine & Auto Property Inhouse) responsibilities handled (Staffing, training, tech support, product support, prepared SOP, FMEA, Process Maps)Leadership Training etc. taken during this period. Have been trained on Quality tools like Fishbone, FMEA, Six Sigma, BQT etc. Documentation & Process Improvement.IBM GLOBAL, BANGALORE; Bank Card Collections UK/InboundWork Profile:Handling inbound customer calls Performed high level of service exceeding the SLA level every monthAs Sr Associate mentoring new joinee's across the production FloorMaintaining performance tracker for the teamConduct training for new joinee's as a bridge between preprocess & process trainingPitching for the team in weekly monthly quarterly reviewsDriving team performance with the help of different tools of motivationAlso performed